Consider the different dimensions of product vs. service quality.
1. Identify and explain which applies to a hotel?
2. Identify WHICH dimensions is exhibited by each of the following items.
· Hotel equipment is always functioning
· Hotel staff is knowledgeable to answer guest’s questions
· Hotel has comfortable beds, furniture, and fittings
· Guests feel safe as services are delivered to their rooms
· Hotel services are provided as promised
· Hotel has well-dressed staff
· Hotel staff is always willing to help guests
· Hotel furnishings appear to be clean and shiny
· Guests receive individual attention
· Guests feel that hotel services are provided at a competitive and affordable price